Tekmetric - Workforce Manager
Requirements
• 4+ years of experience in workforce management or contact center operations • Hands-on contact center experience across voice and chat channels • Demonstrated ability to build and manage workforce forecasts and schedules • Hands-on experience with real-time queue management and intraday adherence • Strong proficiency in building dashboards and reports • Exceptional analytical skills with comfort working across large datasets in Excel, Google Sheets, or SQL • Experience working with AI chat tools and monitoring their performance • Strong communication skills with the ability to translate operational data into clear, actionable insights • Preferred • Preferred • Hands-on configuration experience with Zendesk (triggers, automations, views, macros) and Intercom (routing, inboxes, Fin) • Background in SaaS or technology-sector contact centers
Responsibilities
• Workforce Management & Scheduling • Build and maintain staffing forecasts using historical volume, AI deflection trends, and business growth projections • Create and manage agent schedules across voice and chat channels to meet SLA targets • Monitor real-time adherence and make intraday adjustments to maintain coverage and service levels • Track utilization, performance trends, and volume heatmaps along with other WFM KPIs; report findings to the Support Operations Manager • Support capacity planning efforts for future hiring needs • Real-Time Queue & Channel Management • Manage live queue performance day to day, within the queue architecture and SLA policies set by the Support Operations Manager • Make daily adjustments to Zendesk triggers, automations, views, and macros to optimize ticket flow • Manage chat routing and inbox configuration in Intercom to balance agent workloads in real time • Daily AI Performance Monitoring (Intercom Fin) • Monitor Fin AI chatbot performance daily against containment, deflection, and CSAT targets • Review unresolved and escalated AI conversations to identify gaps and recommend improvements to bot flows and intents • Surface daily and weekly trends in AI performance and feed observations back to inform optimization strategy and potential product gaps or enhancements • Adjust forecasts as bot performance shifts and flag material changes to the Support Operations Manager • Daily Systems Tuning & Reporting • Handle daily configuration adjustments across support tools to keep workflows running smoothly • Maintain WFM-specific dashboards and reporting on schedule adherence, occupancy, and service levels • Track and report on core KPIs including SLA adherence, AHT, occupancy, and AI containment rate • Maintain data integrity in scheduling and queue data, escalating systemic issues as needed • Process & Collaboration • Recommend operational improvements to reduce handle time and improve coverage and deflection • Maintain WFM scheduling procedures and operational documentation • Partner with Support Managers and team leads to align staffing with coaching and development needs • As the function scales, help onboard and mentor future WFM analysts or operations specialists
Benefits
• Health & Wellness That Have You Covered: • Enjoy the flexibility of remote work • Competitive base salaries that reflect your value. • Generous Paid Time Off, because we know you do your best work when you're well-rested. • Support for every stage of life—with paid maternity, parental bonding, and medical leave for you or your loved ones. • Comprehensive health benefits, including Medical, Dental, Vision, and Prescription coverage. For employee only, we offer plans that cover 100% of premiums and we cover 50% of costs for families. • Prioritizing your mental health: get free, confidential counseling through our partnership with BetterHelp. • Investing in Your Future (and Present): • 401(k) Retirement Savings Plan with 100% employer match on contributions up to 6% - so your future self will thank you. • Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA) to make your money go further. • Life and Accidental Death & Dismemberment (AD&D) Insurance for added peace of mind. • Wellness on your terms: get up to $60/month toward fitness, mental health, or almost anything that helps you feel your best. • After one year of employment, enjoy a $300 home office setup bonus to help make your space work for you. • Keep growing with support for continuing education - we’re invested in your development. • Most importantly, we have a stellar team of coworkers, a really cool office, and lots of fun activities!
Apply in one click
Upload My Resume
Drop here or click to browse · Tap to choose · PDF, DOCX, DOC, RTF, TXT